Frequently Asked Questions






Return & Complaint

Return & Complaint
Exchange and Return

Have you ordered a product via the internet or by telephone and are you still not completely satisfied? The costs of returning are for yourself, of course you can also bring it by yourself. Most of our products can be returned within 30 days. Some products are excluded, like clearance items marked “last chance”. See the Returns and Exchange page for more information.

My order is faulty/ damaged?

You can call our service department on ______. You can also send an email directly to stating your order number and preferably with a photo of the defect. Then we can look at how this can be resolved as soon as possible and we will contact you.

Can I return items at the store?

If you ordered online and now would like to return the time within 30 days then you may return the product at our store without any further costs. Please make the product with the original packing, we reserve the right to refuse the return if the original packing is not there or may charge you for it.

What if my item(s) does not look like what I saw in the store or online?

Many of our pieces are as unique as the artisan that made them. And, the little details are a big reminder that a real person created something special just for you. The items are hand-made with natural materials that showcase beautiful, organic variations, irregular distresses, colour fluctuations, etc. These are normal characteristics that will not affect the performance of your piece and are not considered quality defects.

We make every effort to display the colours of our products accurately on the website. However, the actual colours you see will depend on your computer monitor as well.

Hagsche Str. 28,
47533, Kleve